Chris Arnold Email and Phone Number
Experienced Customer Service Leader | Driving Excellence in Insurance & PharmacyAs an accomplished customer service executive, I bring a wealth of experience and a track record of success in leading large teams, implementing strategic change, reducing costs, and enhancing service quality. My career has been defined by my ability to transform operations, build high-performing teams, and drive results in the insurance and pharmacy industries.Key Strengths:Leadership Excellence: I specialize in inspiring and guiding teams to consistently achieve exceptional results. My passion lies in cultivating individual growth, defining clear career paths, and fostering growth opportunities for top talent. Over a transformative 2-year period at Accredo Specialty Pharmacy, I had the privilege of developing and promoting 8 emerging leaders, contributing significantly to the organization's success.Change Management Expertise: Proficient in navigating organizational change, I have successfully implemented process improvements that streamline operations, reduce costs, and improve overall efficiency, all while delivering an exceptional customer experience. During my time as the Operations Director, Medical Call Center, I was able to generate $3M in savings while improving the Call Channel NPS by 30%.Cost Reduction Specialist: My strategic approach to cost management has resulted in substantial expense reductions, notably achieving a $31M operational expense reduction in 2022 through vendor optimization, attrition reduction, and strategic partnerships.Customer-Centric Focus: Committed to delivering outstanding customer experiences, I have consistently increased Net Promoter Scores and improved service quality through innovative strategies and enhanced management practices. The NPS in the Click to Chat Channel improved by 24% with the Medical Call team through a specific focus on performance and quality.I am actively seeking opportunities as a VP, Director, Sr. Director, or Managing Director in customer service leadership within the insurance or pharmacy industries. My passion for leading teams, implementing change, and driving growth makes me a valuable asset to organizations aiming to excel in these sectors.Let's connect and explore how I can contribute to your team's success.
Martin'S Point Health Care
View- Website:
- martinspoint.org
- Employees:
- 821
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Senior Director Member And Provider ServicesMartin'S Point Health CareMarshfield, Ma, Us
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Senior Director Member & Provider ServicesMartin'S Point Health Care Oct 2024 - Present
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Director Of Member ServicesCommonwealth Care Alliance Dec 2023 - Oct 2024Boston, Massachusetts, United States -
Sr Director Contact Center OperationsAccredo - An Express Scripts Company Feb 2021 - Aug 2023Boston, Massachusetts, United StatesDirect a team of 1,200 Accredo Employees and 550 vendor/strategic partner resources supporting patients. Manage P&L for a $110M annual budget. Accountable for operations covering Accredo's entire service area for specific (TRC) Therapeutic Resources Centers. Manage expense planning, reporting, analysis, reduction, and containment initiatives. Oversaw cost management of budgetary items related to workforce management, vendors, and administrative allowances. • Led change management initiatives to implement a Management Operating System, driving leadership accountability through roles and objectives, strengthening team connections, and promoting employee development.• Established and executed practices and programs to nurture team talent, promoting 3 Managers to Director-level positions and 3 Managers to Senior Manager roles over 18 months.• Achieved a 2022 operational expense reduction of $31M through selective vendor offshoring, reducing attrition, and building strategic partnerships with the Finance and WFM Teams.• Collaborated with the Product Team to implement technology and process enhancements, resulting in a 30% increase in patient digital tool utilization.• Streamlined leader access to productivity and QA data, cutting retrieval time by 50% with KPI methodology and centralized database.• Nurtured a strong collaboration between offshore vendor and quality team, effectively mitigating cultural disparities, resulting in a notable 20% improvement in quality.• Formed a cross-functional Portfolio Management Team, fostering collaboration between IT and Product Management, resulting in $4M cost savings through system enhancements to IVR, call routing, and CRM tools. -
Sr Director Operational EffectivenessCigna Oct 2019 - Jan 2021Developed and implemented a Continuous Improvement Team covering all key areas of service operations, representing 10K employees. Team managed a large portfolio of projects from idea generation to execution. Directed the organization through urgent implementation of COVID-19 policies and practices ensuring that Medical Directors, Client & Customer Service, and pharmacy and claim processing complied with corporate and legislative policies.• Effectively reduced the annual operating budget by $12M over a 2 year period by utilizing Lean 6-Sigma practices• Achieved $3.4M of efficiencies in client onboarding and management through process improvements, sending work to lower-cost channels and automation. • Drove $2M+ in annual cost reductions by leading the team in the creation of innovative ideas to reduce repeat callers, increase the effective use of call transfers, and improve patient experience. -
Operations Director Medical Call CenterCigna Jan 2016 - Sep 2019Bloomfield, CtReported to the VP of Operations, managing P&L for an $80M budget while directing a 1,700-employee call organization servicing 7M customers.• Implemented Cigna's cutting-edge concierge level service model, "One Guide," a $25M state-of-the-art data analytics and concierge customer support system, streamlining healthcare options and driving cost reductions for both the company and customers, generating ~ $20M annually in combined revenues and savings. Hired 40% of the leadership team during tenure. • Recruited and hired 150 FTEs to meet service requirements, leading virtual recruitment, onboarding, and training.• Increased Net Promoter Score in the Click to Chat Channel by 24% through a focus on developing emotional intelligence, targeted coaching, and enhanced quality management practices.• Achieved $3M in savings after reducing interaction handle time while increasing Customer Satisfaction by implementing process efficiencies and changing the culture to focus on “Maximizing the Customer Experience.”
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Operations Director Appeals/CorrespondenceCigna Jul 2013 - Dec 2015Bloomfield, CtManaged a 600-employee organization with an annual budget of $30M. Emphasized expedited, accurate monthly processing of ~50K customer and provider appeal requests, valued at $10M, meeting applicable policies and government-mandated regulations.• Increased productivity by 20% with improved business practices. • Drove a $250K on-time, on-budget automation project, reducing operational expenses by $1.5M and improved turnaround time for state mandated appeals—received a President’s Award for efforts.• Reduced overtime spending by 60% by leveraging Six Sigma and Lean workflow process improvements.• Improved EMR Appeals routing quality by 30% thru refining keyword routing algorithm that led to significant improved compliance results.
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Business Project Manager Taft And Alliance Team LeadCigna Apr 2011 - Jun 2013Bloomfield, CtOversaw the day-to-day and strategic activities of 235 employees with 12 direct reports, across 3 claim platforms. Managed processing activities associated with strategic alliance partners and Taft-Hartley clients, with a monthly volume of 64K claims at ~$13M value. Initiated the Manager-in-Training Program for high-potential processors.• Captured an 18% productivity increase through coaching and performance initiatives for lower performers.• Decreased the time-to-process, claims pricing SLA by 40% while improving the auto-adjudication rate by 2-4%• Improved claim processing accuracy by 40%, through a teaming effort with the Claim Improvement Team in altering processor coaching and clarification of the processor documentation SOPs.
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Various Roles- Project Management, Team LeadCigna Healthcare Jan 2001 - Mar 2011Provided technical business analysis support to enhance Operations efficiency and qualitySuccessfully managed a diverse portfolio of Service Operations projectsDemonstrated effective leadership by overseeing and guiding front-line teams
Chris Arnold Education Details
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Management -
Business Administration And Management, General
Frequently Asked Questions about Chris Arnold
What company does Chris Arnold work for?
Chris Arnold works for Martin's Point Health Care
What is Chris Arnold's role at the current company?
Chris Arnold's current role is Senior Director Member and Provider Services.
What schools did Chris Arnold attend?
Chris Arnold attended Rpi Lally School Of Management, Westfield State University.
Who are Chris Arnold's colleagues?
Chris Arnold's colleagues are Lauren C Best, Todd Thompson, Erica True, Teresa Luis, Simon Thomas, Angela Mason, Skylar Leo.
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